Shipping policy

Shipping Information

We are pleased to offer free shipping to customers in Germany and the United Kingdom on all orders. All orders are processed and shipped from our international logistics centers.

Processing Time

• Processing time: 1–3 business days (Monday–Friday)
  
• Orders are processed Monday through Friday (excluding public holidays).
  
• Orders placed after 5:00 PM will be processed the next business day.

Order Cut-Off Time

• Orders placed before 5:00 PM (warehouse local time) will be processed the same business day.
• Orders placed after 5:00 PM will be processed the next business day.

Delivery Time

• Delivery time for EU countries: 6–10 business days (Monday–Friday)
  
• Delivery time for non-EU countries (e.g. Norway): 12–20 business days due to customs clearance.
  
• Delivery times may vary slightly depending on destination, carrier delays, customs clearance, or high order volumes.

International Delivery & Customs Clearance

• Orders to countries outside the EU (e.g. Norway) may require an additional 5–15 business days for customs clearance.
• The stated delivery times of 6–10 business days apply to EU countries. For non-EU countries, delivery may take up to 20 business days.
• Customs delays are outside our control and do not qualify for a refund while the package is still in transit.

Shipping Carriers

• Your order will be shipped with trusted and reliable logistics partners, including: DHL, DPD, Deutsche Post, or another equivalent local delivery partner.
• The carrier is selected based on the delivery address and current availability.

Shipping Costs

Free shipping on all orders – no minimum order value.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. Tracking updates may take up to 24 hours to appear.

Changes & Cancellations

• You may cancel your order within 24 hours of placing it.
• After this period, your order may already be in processing and can no longer be changed or cancelled.
• For cancellation requests, please contact us immediately at: contact@freyen.de
  

Customs, Duties & Taxes

• VAT is included in the product price.
• Any customs duties or import taxes are the responsibility of the customer (where required by local regulations).
• Most orders are delivered without additional charges.

Incorrect Address Notice

• Please ensure that your delivery address is entered correctly during checkout.
  
• We accept no liability for delays or loss of shipments due to incomplete or incorrect addresses.
• If you notice that your address is incorrect, please contact us within 24 hours.

Late or Lost Packages

If your package has not arrived after the maximum delivery time (10 business days for EU countries, 20 business days for non-EU countries), please contact us. We will initiate an investigation with the carrier. Please note that refund requests can only be processed after these timeframes have elapsed.

Contact

If you have any questions about shipping or need help with your order, please contact our support team.